Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

For some reason my R7000 reset itself to factory settings over the weeked. I got that sorted out, and all the settings put right, but now I cannot do remote access from the Genie or Nighthawk apps.

Remote access IS turned on, and I can get to the router using a browser and the IP address shown in settings. In other words, HTML access is working.

But when I open the Genie or Nighthawk apps (iOS and MacOS) and sign in for remote access, I see "N7000 - offline." It's not offline, I'm looking at the configuration in a browser, the apps just cannot see it.

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

What firmware version do you have on the device?

A number is more useful than "the latest". (It may not be by the time people read this.) There can also be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

Don't worry, I wouldn't "latest." :-) Especially since it is NOT the latest.

Firmware VersionV1.0.9.42_10.2.44

I'm a bit hesitant to update to the latest, though, because I think an automatic update over the weekend is what caused it to factory reset. Since I'm a few hundred miles from the router, and having to work with someone else to restore it is tedious, I don't want to go through that again.

Besides, I was able to access it through the apps when it was at that version before, so why wouldn't I be able to now..?

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

I'm wondering since it was RESET if either the router IP Address or the WAN IP Address has changed? Might have been a power problem that dropped the modem as well as the router and somehow caused the router to reset?

A couple of things that might be worthwhile trying? Have the remove router recycled as well as the modem in order, modem first then the router. Then have the remote person provide both the WAN and Router IP Address.

Possible 'things' have changed, I'd remove the apps from the devices and re-install and try connecting with the settings and see if that works?

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

I hadn’t thought of the power outage angle. They’re pretty rare and the router is on a UPS, but I suppose it is possible. It’s even possible that it got hacked I suppose. It just seems really weird that it would go all the way back to factory defaults without any outside prompting. And auto update was on.

I’m 99% sure the WAN IP address changed in the process. Before we knew the issue was the router the cable company reset the MODEM multiple times. Are the apps tied to a specific WAN IP? I would have thought they’d seek the router via MAC address or something. If it is set to IP address, how do I tell the apps or my NETGEAR account what the new WAN address is?

I just tried wiping and reinstalling the apps with no success. Appreciate the idea though that hadn’t occurred.

It’s almost like I need too find a way to tell my account the routers new address but no idea how.

Any thoughts from anyone on how safe the new firmware is? It’s telling me it wants to load 1.0.9.60_10.2.60.

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

I've seen other reports of spontaneous resets to 'new' on routers here... never saw a real answer for it?

"Any thoughts from anyone on how safe the new firmware is? It’s telling me it wants to load 1.0.9.60_10.2.60. "

That one was just released yesterday, and it was a rework of .58 that was removed for some performance problems... too soon to tell if it is viable or not?

If you have Auto-Update enabled, well, some say that has caused some problems when it wasn't 'clean' and the router re-boots to a 'new/fresh' state, so mayb that had been what had happened with the older .58 which did have problems like I said, could have happened I guess?

Re: Netgear Router Shows as Offline in Genie and Nighthawk Apps but is Online

I'm not having the issue described here, but I did have issues with with firmware 1.0.9.60_10.2.x that I installed a couple of days ago. I put an x because I don't rember if it ended in .58 or if it was the .60 version. I reverted back to V1.0.9.42_10.2.44 and haven't had the issue so far.